Call Center Supervisor

5 days ago

Makati, Philippines ImageNetLLC Full time

Position Summary

The Call Center Supervisor will be directly responsible for overseeing day-to-day call center operations, with a specific emphasis on revamping and driving the Quality Assurance (QA) program. This role requires a hands-on leader who will serve as a Subject Matter Expert (SME), conduct and track QA audits, provide consistent coaching, and ensure team performance meets or exceeds contractual obligations.

Core Responsibilities Quality Assurance Leadership
  • Redesign, implement, and manage a comprehensive QA program aligned with client and internal standards.
  • Conduct daily quality audits of team calls/deliverables:
    • Minimum 1 audit/day
  • Document, submit, and track audits using internal QA standards and personal audit log.
  • Monitor QA outcomes and use data to identify trends, risks, and improvement opportunities.
Coaching & Training
  • Achieve 100% on all internal PKTs and certifications to establish SME credibility.
  • Deliver daily coaching based on audit findings and performance observations.
  • Conduct triad coaching sessions (100% pass rate required after 90 day introductory period).
  • Record coaching sessions in BambooHR and maintain a combined audit/coaching tracker.
  • Beginning 12/1/2025, deliver at least one monthly training session to address recurring gaps or client-identified needs.
  • Lead training and meetings on camera to set professional expectations.
Operational Oversight
  • Supervise Team Leaders, Quality Analysts, and Customer Service Representatives.
  • Conduct regular one-on-one sessions with direct reports to provide coaching and feedback.
  • Address performance, behavior, and attendance issues promptly using structured performance management techniques.
  • Maintain and approve team timecards in Sprout to ensure accurate payroll and attendance records.
  • Ensure staffing coverage to support 24/7 operations.
  • Take calls as needed to maintain service levels.
Client & Leadership Engagement
  • Identify operational challenges and propose actionable solutions.
  • Present solutions to internal leadership before sharing with the client
  • Ensure accurate professional participation in Weekly Business Reviews (WBRs).
  • Provide insights using data from audits, coaching, and operational trends.
Check-Ins & Development
  • Participate in weekly leadership check-ins.
  • Receive and act on formal feedback every 30 days.
  • Collaborate with leadership to ensure ongoing support and success in role.
Qualifications
  • Demonstrated success as a Team Lead, QA Analyst, or similar leadership role.
  • Strong knowledge of QA processes, call auditing, and coaching techniques.
  • Ability to supervise and develop team members across multiple roles (CSR, TL, QA).
  • Strong client-facing communication and reporting skills.
  • Proven reliability and ability to manage staffing, schedules, and escalations.
  • Commitment to accountability, accuracy, and operational excellence.
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